Launched in 2010 by a successful team of entrepreneurs, this company has rapidly become one of the fastest growing providers of web-based CRM, Marketing Automation and Business Applications.
Their suite of cloud based applications are specifically designed for mid-size organisations helping them grow their revenues, streamline business processes and reduce operational costs.
The Role:
This role is responsible for ensuring their customers receive high quality customer support and maximise the value they derive from “cloud” solutions. You will be answering customers support enquiries, managing support cases and working with development and operations teams to improve the quality of customer services and products.
As a member of the Support Team, you will provide excellent support to internal and external customers, for the company and other systems and ensure customer issues are processed and resolved in a timely manner.
Responsibilities:
- Answering emails and telephone calls in a professional, friendly and helpful manner.
- Logging customer enquires in the case management system.
- Managing customer expectations to ensure all cases are dealt with promptly, ensuring customers’ expectations are met and where possible exceeded.
- Understanding customer issues and troubleshoot their problems.
- Managing the escalation process and work with other parts of the organisation to ensure customer issues are resolved.
- Building good working relationships with customers and other members of the team.
- Gather feedback to promote their NPS score.
- Responsible for internal IT.
Skills & Experience required:
Essential:
- Experience in a Customer Service role with an understanding/appreciation of why good customer service is important to customers
- Happy to work 1-2 late shifts a week
- Technically competent
- A good telephone manner with the ability to produce well-written English
- A willingness to learn new skills and ‘go the extra mile’
- Good interpersonal skills and a team player
- Ability to work with stakeholders from different departments
- Attention to detail and a high standard of work
- The ability to understand customer questions, prioritise issues, troubleshoot their problems and provide clear advice verbally and in writing
- Problem solving, task prioritisation, communication, administration and organisation skills are a key requirement
Desirable:
- Understanding and experience of the Customer lead-to-cash lifecycle i.e Sales, Marketing, Customer Service/Support and Sales Order Processing
- Experience of a customer services or business support environment
- Experience with case management/help-desk software
- Some experience of SQL and/or PHP would be an advantage
Career progression opportunities into team leading/management for the successful candidate.